Introduction
The Inbound Call Performance report displays how quickly your inbound calls are being answered, compared to your target thresholds, grouped by year, month, day or hour. A visual representation of how well each target is met is shown alongside a table containing the actual response time values.
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Running the report
Click on the Reports tab and select Inbound call performance from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.
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For details about how to configure these parameters, refer to the relevant page in the list below:
Creating the report
When you have configured the report's parameters, click on the button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.
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The report's results
Below is an example of this report's output in Web format. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.
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As with all reports produced by TIM Plus, each page of the report includes the following information:
- the report's title
- the date and time that the report was generated
- the name of the report, if applicable
The Web format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results.
The achievement of each response time target is displayed as either percentages or actual values, and can be toggled using the link at the top-right of the graph.
The body of the report consists of a table showing a summary of your incoming calls, grouped by the period you selected. A description of the column headers are shown below:
| Header | Description |
|---|---|
| Hour / Day / Month / Year | The time period. |
 | The total number of calls in each period. |
| Answered |
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| % | The number of answered versus missed calls within each period, expressed as a percentage. |
| Missed |
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Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.
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To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
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<h2>Introduction</h2> <p>This report shows how quickly your inbound call traffic is being answered compared to pre-defined answer time thresholds.</p> <p>You can compare data by year, month, day or hour, and a visual indication is shown of how many calls were answered inside each threshold, alongside tabular data.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/inbound_call_performance_1.png" alt="Inbound call performance" /> <h2>Running the report</h2> <p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Inbound call performance</span> in the reports type list, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/inbound_call_performance_2.png" alt="Inbound call performance" /> <p>You can tailor the report to your specific requirements by selecting the entity you'd like to apply the report to as well as the output format required. You can also limit the results by adding filters and options as detailed below: </p> <h4>Entity</h4> <p>The <span class="reference">Entity</span> allows you to choose which area of the directory you would like to report on. If you want to run a report for your entire organisation, you do not need to choose an entity.</p> <p>If you want to select a specific area for reporting, click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" alt="Add Entity button" /> button to get a pop-up window showing the areas of the directory you can report on.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/reports_3.png" alt="Add Entity" /> <p>To drill up and down simply click on the hyperlinks provided, shown in the screenshot below as Aberdeen, Birmingham, Brighton, Cardiff etc.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_1.png" alt="Entity panel" /> <p>Once you have reached the area you would like to report on, click on the green <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/tick_button.png" alt="Add Entity button" /> as highlighted in red below.</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_2.png" alt="Entity panel" /> <p>Alternatively if you are looking for a specific area e.g. person, department, site, name etc, you can just enter the name and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/search_button.png" alt="Search" /> button as shown in the example below:</p> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_3.png" alt="Entity panel" /> <h5>Selected Entity</h5> <p>Once your entity you would like to report on had been selected, it will appear, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/selected_entity.png" alt="Selected entity" /> <h5>Delete an Entity</h5> <p>In order to delete an entity, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/delete_entity.png" alt="Delete entity" /> |
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